Insurance Help Desk Services

Tier 1 (L1): Frontline Support & Basic Troubleshooting

• Guiding new users through onboarding and managing offboarding smoothly.
• Installing, configuring, and troubleshooting operating systems and insurance applications.
• Managing software licenses and resolving activation problems quickly.
• Fixing access issues — locked accounts, MFA recovery, and login errors.
• Diagnosing and restoring network connections — VPN, Wi-Fi, and VDI.
• Keeping the IT knowledge base accurate, current, and easy to search.
• Escalating complex issues to L2 with full context and diagnostic notes attached.

AI Agent (Optional Add-On)

AI-first frontline support is no longer a future concept. INNERLUXES can layer an intelligent AI agent into your L1 channel, built to handle the most common requests before a human ever sees them.

• Fast setup using a pre-built, AI-optimized, multilingual knowledge base.
• Policy-aware: follows your specific support rules and internal guidelines.
• Instant L1 resolution for common requests like password resets — in chat or voice.
• Connects directly to your ticketing system and routes anything complex to a human agent.

Tier 2 (L2): Application Configuration & Integration Support

• Configuring core insurance platforms — adjusting claims rules, billing settings, and document templates.
• Managing role-based access at the application level — feature flags, page visibility, and permissions.
• Diagnosing and fixing cross-application issues and integration failures.
• Repairing document indexing so policies, claims, and customer records stay fully searchable.
• Supporting integration health checks across your tech stack to catch problems before users do.

Tier 3 (L3): Code Changes, Infrastructure & Vendor Coordination

• Applying code-level fixes for software defects and product logic updates.
• Running bulk correction scripts — for example, fixing insurance policy records at scale.
• Tuning system performance by optimizing database queries and high-volume rating jobs.
• Managing vendor escalations and applying patches for third-party software bugs.
• Rebuilding or repairing API and webhook integrations through dedicated insurance software engineering.
• Orchestrating migrations and ongoing IT infrastructure management across platforms.
• Optimizing cloud costs and automating infrastructure deployments.

Full Outsourcing: Managed Help Desk

INNERLUXES takes full ownership of your IT support processes and outcomes — cutting costs and reducing your dependence on internal headcount. You stay focused on your core business while maintaining complete visibility through regular ITSM reports and transparent SLA tracking. Compare options with our help desk pricing, including after-hours support.

Co-Sourcing: Dual Ownership

Our team works side by side with your internal staff or other IT vendors, sharing responsibility across a clearly defined scope. You get access to INNERLUXES's talent pool and technical depth while keeping direct control over your IT processes.